Zammad Kommentar schreiben

Schreibt einen Kommentar (Article) in ein Zammad-Ticket.

Configuration

Environment variables from ~/.env:

•ZAMMAD_HOST — Base URL of the Zammad instance
•ZAMMAD_TOKEN — API token for authentication

Resolving Ticket Number → ID

Users typically provide a ticket number (e.g. 7620726 or EDP#7620726). Strip any EDP# prefix and search:

bash

source ~/.env
BASE="${ZAMMAD_HOST%/}"
AUTH="Authorization: Token token=${ZAMMAD_TOKEN}"

curl -s -H "$AUTH" "$BASE/api/v1/tickets/search?query=number:{number}" > /tmp/z_search.json \
  && jq '.[0] | {id, number, title}' /tmp/z_search.json

If the user provides a numeric ticket ID directly, skip the search.

Creating the Article

Use jq -n to build the JSON payload safely (handles quotes, special chars, multiline text):

bash

source ~/.env
BASE="${ZAMMAD_HOST%/}"
AUTH="Authorization: Token token=${ZAMMAD_TOKEN}"

BODY="{comment_text}"

jq -n \
  --argjson tid {ticket_id} \
  --arg body "$BODY" \
  --argjson internal {true_or_false} \
  '{ticket_id: $tid, body: $body, content_type: "text/plain", type: "note", internal: $internal, sender: "Agent"}' \
| curl -s -X POST \
  -H "$AUTH" \
  -H "Content-Type: application/json" \
  --data @- \
  "$BASE/api/v1/ticket_articles" > /tmp/z_article.json \
  && jq '{id, ticket_id, internal, body, created_at, created_by}' /tmp/z_article.json

Parameters

Field	Required	Description
`ticket_id`	Yes	Numeric ticket ID (resolve from number if needed)
`body`	Yes	Comment text. Plain text or HTML (match `content_type`)
`content_type`	Yes	`"text/plain"` or `"text/html"`
`type`	Yes	`"note"` for comments. Other values: `"phone"`, `"email"`
`internal`	No	`true` = only visible to agents, `false` = visible to customer. Default: `true`
`sender`	Yes	`"Agent"`
`subject`	No	Optional subject line
`time_unit`	No	Time spent (e.g. `"15"` for 15 minutes)

Behavior

•Default to internal ("internal": true) unless the user explicitly asks for a customer-visible / public comment.
•
Before posting, confirm with the user using AskUserQuestion:
- •Show the ticket number + title
- •Show the comment text
- •Show whether it will be internal or public
- •Options: "Absenden", "Ändern", "Abbrechen"
•After successful creation, display: Article-ID, Ticket-Nummer, intern/öffentlich, and the body.
•If the request fails, show the HTTP status and error body.

Notes

•Always save curl output to temp files first, then process with jq. Direct piping can silently produce empty output.
•The trailing slash in ZAMMAD_HOST is stripped with ${ZAMMAD_HOST%/} to avoid double slashes.
•Always use jq -n with --arg / --argjson to construct JSON payloads. Never interpolate variables directly into JSON strings — this avoids escaping issues with quotes, newlines, and special characters.
•If a request fails, show the HTTP status code and error message to the user.

Skill-Optimierung

Nach Abschluss dieses Skills kurz bewerten, ob Optimierungsbedarf besteht:

•Empfehlung "ja": Fehler aufgetreten, Workarounds nötig, Befehle wiederholt, User-Korrekturen
•Empfehlung "nein": Reibungsloser Lauf wie dokumentiert

Per AskUserQuestion fragen:

Skill abgeschlossen. Soll die Skill-Dokumentation optimiert werden? Empfehlung: {ja — [kurzer Grund] | nein — Lauf war reibungslos}

Optionen: "Ja, optimieren", "Nein"

Bei "Ja": skill-optimize mit Skill-Name zammad-write ausführen.